Team Leader - Account Managers (Customer Success)

Job description

Alfadocs is a SaaS platform for dental practices. Account Managers are our growth catalysts: each owns a portfolio of ~500 practices, acting as their main point of contact and driving revenue growth through upsell/upgrade, retention, and qualified referrals — all executed through our WIN Framework (Buyer-centric way of selling + diagnostic selling).

The Team Leader leads this team. This is a player-coach leadership role: you own the team's commercial results, raise execution quality call by call, and keep the AM motion tightly aligned with the rest of Customer Success (CSMs, Onboarding, Support).

Key Responsabilities - Coach and mentor the team . Run regular call reviews using the Gong WIN Framework scorecard (Diagnosis, CODN, Solution Fit, Negotiation, Objection Handling, Close). Develop each AM's buyer-centric-selling, objection-handling, and referral-generation skills through structured 1:1s and feedback loops. - Drive performance management . Set clear expectations and help every AM reach their full potential. Spot development needs early and turn them into structured, time-bound growth plans with concrete targets, hands-on support, and regular checkpoints — so that progress is visible and every team member has a path to success. - Own the team KPIs end to end. Full accountability for the team's commercial results (see below), including forecasting, smart-list/portfolio prioritisation, and corrective action when targets drift. - Drive full alignment with peers . Keep the AM motion in sync with CSMs, Onboarding, and Support — clean handoffs, shared context in HubSpot, and a seamless customer experience across the journey.

Requirements - Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS. - A track record of owning revenue KPIs (expansion, retention, NRR). - Strong coaching instincts and comfort giving direct, structured feedback — including managing underperformance. - Fluency in value-based / consultative selling and objection handling. - Confident with CRM-driven workflows (HubSpot) and call-coaching tools (Gong). - Italian and English.

Administrative Info: - Location : Milano, Italia (Via Eritrea n. 21, 20157 – Palazzo Tecniche Nuove) - Hybrid-setting: 2-3 days per week in the office - Contract : unlimited term contract (CCNL Commercio) - Equipment : laptop, phone, headphones, keyboard, mouse, and a dedicated office monitor. - Salary : 40K-45K + 15% bonus OTE - Working hours : Monday - Friday | 09:00 - 18:00 | 1-hour lunch break - Trial Period : 1 month - Start Date :  September 2026

Benefits - Welfare bonus on a monthly basis - Bonus for paid English or German language courses. - Training courses, books, workshops, and team-building activities for personal and professional growth. - Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed. - Team Building Budget - Team Development Budget - Regular company reunions (yearly meetups, Christmas dinner) - Snacks and fruit are always available in the office, along with good beer at the end of the week.

Selection Process : - HR (30 min) - Team Leader & Head of CS (60 min) - Team meeting (60 min)